1. SOFT SKILLS

2. ‫مهارات التصال‬
Communication Skills

3. Communication Skills
• Listening
• Speaking
• Reading
• Writing

5. Definition ‫ما معنى التصال‬
Exchange information to gain
Understanding and action

6. Three Golden rules
• The three golden rules of communication
ARE TO BE:
• Clear
• Brief
• Relevant

7. Outcome of Effective communication
‫نتائج التصال الفعال‬
• Interpersonal Relation Satisfaction.
• Work Motivation.
• Get the responses you want.
• Gain other departments’ cooperation to
implement ideas .
• Improve work environment.

8. Forms of Communication
‫وسائل التصال‬

9. Communication Form
Verbal Non-Verbal

10. Verbal Communication
• Verbal Communication occurred
by using words.
• Ensure Your Words Are Always
Understood.

11. Non-Verbal Communication
• Non-Verbal Communication is a
communication exchange that does
not use words or may use words to
carry more meaning than the strict
definition of the words themselves .

12. Non-Verbal Communication
• Eye Contact.
• Voice Control.
• Body Language.
• Posture.

13. UNDERSTANDING MESSAGES
• Even if someone decides
to say nothing they are still
communicating.
• Sometimes the silence
speaks louder than words.

14. UNDERSTANDING MESSAGES
•Research has shown that when
someone has given a spoken message,
only 7% of the listener understanding
and judgment of the message comes
from the words themselves, 38% from
the way the message was spoken
(accent, tone, inflection etc.) and 55%
from the speaker body language (facial
expressions, eye contact etc.)

16. Vertical Communication
Manager
Subordinate Subordinate

17. Horizontal Communication
Manager
Subordinate Subordinate

19. Oral Communication
Oral communication takes
place in face-to-face
conversation, group
discussion , telephone
call,…etc

20. Written Communication
Written communication can
be achieved by different
, ways like business letter
memos , e.mail ,…..and
.convey resume

21. ??What about meeting
• Meeting is a mean of
communication may
need all mentioned forms
of communication.
• All levels of managers
often arrange meeting.

22. ??How to run an effective meeting
Meetings are wonderful tools for generating
ideas and managing group activity BY:
• Good Preparing.
• Managing a Meeting.
• Time Keeping.
• Issuing Minutes.

23. Electronic Communication
E.mail is one of the most
benefiicial tool of cmmunication .
• Use Headlines.
• Make One Point per Email.
• Specify the Response You Want.
• Be a Good Correspondent.

24. Communication Process

25. Interference ‫تشويش التصال‬
Interference includes the following to the
required message
• Distortion
• Deletion
• Addition

26. Sources of Interference
‫مصادر تشويش الرسالة‬
• Sender
• (Incoherent for any reason)
• Formulating>>>> Bad Encoding
• Message >>>>>Not clear
• Receiver
(Unable or not interested to receive)
• Feedback
(Inadequate feedback-feedback type)

27. How to minimize Interference
• Use Interactive Listening
• Use Questioning Techniques
• Interpret Body Language
• Chose & Use right communication Method
• Be on the same wavelength

28. LISTENING SKILLS
‫فن النصات‬
• Listening does not mean shutting your
mouth and opening your ears!
• That is HEARING...!
• Good listener participates actively in
the information exchange.

29. Listening Skills
You must be able to listen attentively

30. How to be an active listener
• Start by Understanding Your Own
Communication Style.
• Think before speaking.
• Pay attention to speakers .
• Use Nonverbal Communication .
• Give Feedback.
• Use Question Techniques.

31. Improving Your Listening Skills
1. Briefly restate what you have
been told.
2. Pay attention!
3. Consider the source.
4. Discipline yourself.
5. Want to listen.
6. Do not interrupt.

32. NINE KEYS
TO
BETTER LISTENING

33. Nine Keys to Better Listening
• Learn to recognize how important listening is to you
and your job - you can't get ahead without it.
• Relax when you feel tense. This makes
communicating easier.
• If you find yourself preoccupied, use empathy to
force yourself to listen.
• Tell yourself you are interested in what the other
fellow is saying. Remember, self-centered people
are poor listeners.

34. Nine Keys to Better Listening
• Judge the worth of what you've heard after
you have heard it.
• Ask the other person for his ideas. Don't
appear unwilling to listen.
• Do not doodle or try to do two things at once,
concentrate on what is being said.
• Don't listen only to what the speaker says,
listen to what he means.
• Make listening the hi-fi of your
communications. Remember, thousands of
moneymaking ideas go unrecognized because
people don't listen.

35. Be Prepared To Listen
– Ask yourself "What new things can I learn
from this person?"
– There is no such thing as an uninteresting
subject.
• There are only uninterested people..!
-Make sure you have paper and pencil.
-Move away from distraction.

36. Questioning Skills
You must develop your questioning
skills
• To minimize interference in your
communication
• To get High quality information

37. Questioning Skills

38. Questioning Style
A ) CLOSED
• There is only one answer
• YES / NO Questions
• B ) OPEN
• There are many possible answers

39. Communication Barriers
‫عوائق التصال‬
• Individual barriers ‫شخصية‬
• Organizational barriers ‫من خلل‬
‫المؤسسة‬

40. Individual barriers
• Conflicting. ‫التعارض‬
• Credibility about the subject‫مصداقية الموضوع‬
‫. المقدم‬
• Reluctance to communicate‫مقاومة التصال‬
• Poor listening skills. ‫ضعف مهارات النصات‬
• Predispositions about the subject. ‫رفض‬
‫مسبق للموضوع‬

41. ‫‪Organizational barriers‬‬
‫قوانين ولوائح المؤسسة.‪• Semantics‬‬
‫فروقات ادارية.‪• Status or power differences‬‬
‫ووظيفية‬
‫عدم وجود بيئة جيدة للتواصل .‪• noise‬‬
‫ضغوط العمل الغير معتادة .‪• Overload‬‬

42. ??How to Remove Barriers
Problems with communication can pop-up in
different stage :
• Sender...
• Message...
• Channel...
• Receiver...
• Feedback...
• Context...

43. Make good environment of
effective communication
at all

44. Communication and Interpersonal
Skills
Improve your people skills and workplace
communication techniques through
interpersonal skills training
cooperation across entire organization.

45. Golden Tips of communication
1. Don't take another person's reaction or
anger personally.
2. Don't have to have all the answers.
3. Respond (facts and feelings); don't react
(feelings) .
4. Understand that people want to feel
heard more than they care about
whether you agree or not.

46. Golden Tips of communication
5-Remember that what someone says and
what we hear can be amazingly different!
6-Acknowledge inconvenience or frustration
and offer a timeline, particularly if you
need someone else's cooperation.
7-Look for common ground instead of
focusing .
8-Remember that change is stressful for
most people .

47. Golden Tips of communication
9-Work to keep a positive mental
focus.
10-Improve your listening skill .

48. .Contact Info
Prepared By:
Eng.Amal Ibrahim
Amal_prod@yahoo.com
01228314263